Booking process

To begin searching Hotel or Airfare, select Book Hotel NextGen?? (specific text will depend on the brand) ~~from the left side of the Member Details screen within MemberMaint.~~from the link next to the name. When you click this link it will automatically open the hotel engine in a separate tab from MemberMaint.

@ ~~Note:~~ Right-click and select Open in a New Tab to open NextGen Hotel in a separate tab from MemberMaint. This will make it easy for agents to toggle between both applications.
**Need Screenshot**

The agent will be sent to the NextGen Hotel site.

Notes

On the Home page you will now enter your search criteria.

1. You may search by destination, address/zip code, or point of interest. Hotel NextGen is now using Google ~~Locations~~Places, with some parameters ICE has removed. You can start typing in and a dropdown box will provide the most popular options based on the information typed. To refine the options in the drop down box, continue to type more letters. If you do not select the item in the dropdown box, the system will autoselect the item at the top of the list by simply hitting enter or tab. **Need Pam’s notes**. Once the destination results drop-down populates, you must click the appropriate selection from the drop-down as the search will not work without selecting from the populated list. If you simply tab to the next field, you will not be able to search.

2. Tab through the fields to select the Check-in and Check-out dates. The fields will open a calendar to select the specific date. Once you’ve selected a Check-in Date, the default Check-out date will populate for a 2 night stay. Change this as necessary by clicking into the field and using the Calendar pop-up.

3. If more than one (1) room is needed, you may tab to select the number of Rooms by clicking on the drop-down arrow. The default selection is one (1) room. <FIRST RELEASE WILL BE 1 ROOM ONLY>

4. Next, tab to the “Guests” field. The default selection is “2 adults and 0 children.” Click the drop-down to change the selection. For options other than 1 or 2 adults, you will need to click on the “More Options” selection. When selecting this option, detailed fields will appear for you to select the specific number of Adults, Children, and the Ages of the Children.

5. Once all search criteria has been entered, simply click the “Select” button. Depending on your “Guests” selection, the button will change location.

6. The next page will show all hotels matching the criteria you selected. Notice this page shows “259 results found.” As you begin using the filtering functions on the left menu, you will see this number automatically update.

@ Note: Unlike CSI, all results will populate allowing for quicker filtering.

7. You may scroll through the results to locate the best property for the customer and you may use the filtering options on the left menu. Filtering options include the following:

a. Hotel Name

b. Rating

c. Price Range – using the slider

d. Amenities available

e.

a.

Specific Area Location (need Pam’s wording on how the filtering is now done)

b.

c.

d.

e.

@ Note: On the left bar, you may use the red arrows to select a specific range of search results by star rating and price. You may also type in a particular hotel name the Member requests. You may also type in a partial name and find all matching options such as Hilton, Sheraton, Marriott, Courtyard. Unlike with CSI, if you have already filtered the search, you will be dynamically able to filter to update the results further.

@ Note: The pricing in the large font to the right of the hotel shows the total booking price per stay per room ~~night~~ (this will change by brand). In this example, the room rate is $114 per night and we have only selected one (1) room. ~~If we would have selected two (2) rooms, this price may have shown $228 or another price, should there be discounts for multiple rooms.~~

**Are we still going to require agents to ONLY book 3 stars + ?

@ Note: Agents are not allowed to search for anything below a 3 Star for a points booking unless the customer specifically requests it.

@ Note: For a cash booking, we can search for a lower rating, but preface it by letting the Member know we are not able to assist them if they have a problem at that establishment.

Notes

Declining Balance Model Example:

**update screenshot**

Cash Back Model Example:

**To come in next versions**

Sears Promotional Savings Example:

**Is this the 20% discount store? And how will this be built into NextGen?**

Cash Example:

**Screenshot in next version**

How do we want to word this – will this act the same as CSI?**

! Important: Notice the page now appears to look like the Member’s website. NEVER click on the blue menu items at the top of the window. This will take you out of the agent booking portal and into the Member’s booking portal. If you are in the Member portal, you will not be given commission.

1. Scroll through the list to find the desired hotel and click on the Select button to begin booking.

2. Scroll down to view the room type selections. All room types will appear. **Need better example, as I was using this hotel example throughout, but they have no room photos.** You will now see specific photos by room type. Unlike CSI, these room types will show for ALL Suppliers. **Where will we see margins?** Once you and the member have decided on the specific room they’d like, click the “Checkout” button.

You can view ratings, reviews, details, maps, and photos for each Hotel by clicking on the tabs named Details, Amenities, Reviews, Photos, and Map.

**Need Pam’s wording on the geolocation and the “areas” and NOT radius**

@ Note: Also note that the display location will include all metropolitan area and/or local results around the area listed in the field. For example: Honolulu may provide results for surrounding smaller cities such as Waikiki.

Details Tab

The Details Tab will provide information such as property location specifics, dining information, premium amenities, room details, and other information provided by the hotel.

Amenities Tab

The Amenities Tab provides the full list of amenities at the property, as provided by the hotel. Some of these amenities are listed as filters in the left menu on the results page.

Review Tab

We now will receive ~~**Pam need website name**~~TripAdvisor reviews from customers. These are live reviews and will provide the most recent 2-3 reviews for each property. There will be a “more” button in future versions** will we do this?**

Photos Tab

The Photos Tab will take you to the Photos section of the page. Photos are listed in a table format and includes all photos provided by the hotel.

Map Tab

The search result listings will default to List View. In order to view the results within a map, click on the Map View Tab. You may zoom in and out of the map area using the plus and minus signs. This will particularly help when you are not familiar with a specific city or area.

! Important: For cruise pre and post hotel bookings, it is important to communicate with the Member the location of the hotel in reference to the location of the Cruise Port. A Member may want to stay in a hotel closer to the Cruise Port, rather than close to the Airport, for example.

**I don’t see anything about the Suppliers on the Test site – I know we are only testing Expedia, so this will be information To Be Changed**

Another area you will want to familiarize yourself with is the orange Supplier box. This box is located just below the image of the hotel on the left side of the listing.

The ~~five (5)~~ suppliers ICE works with are:

1)	Expedia Stand Alone Rates
2)	Expedia Net Rates
3)	Tourico Net Rates
4)
5)

@ Note: At this point, you may change the search criteria, if needed.

Notes

3. The Guest Information section should auto-populate with the contact information from the name record you member’s contact information from MemberMaint.

a. If the reservation is for one (1) room, but multiple people will be checking in at separate times, all names must be included on the reservation.**We don’t have this yet**

b. If booking multiple rooms, agents must enter a different name for each room or the system will error out. If 2 parents and 2 kids, enter one (1) parent name on the first room and the other parent on the second room.

You’ll notice the detailed pricing breakdown in the “Accommodation Information” section on the right side of the screen. This section is a summary of the entire booking, showing any alternative currency within the booking.

In the “Payment & Billing Details” section in the DBC model, you will see the “Travel Credits” statement showing the member’s current balance and the available amount to be used on the current reservation. You may use the slider bar to change the Travel Savings Credits to be used, up to the maximum available for the reservation.

All Credit Card details must be completed as required.

4. The Billing Information section will be auto-populated with the Member’s contact details from MemberMaint. If the Credit Card billing address is different, you will need to edit these fields accordingly. The Member information and credit card fields must be filled out completely and accurately.

Once all details of the reservation have been confirmed, scroll to the Terms and Conditions section. Agents will still need to read the appropriate Validations Script, but will find details such as additional charges, cancellation policy, and other mandatory fees and taxes in the Terms and Conditions box. You will need to scroll through the box to read the section in its entirety.

Once the Validation Script and Terms and Conditions have been completed, you will need to click the “Please check this box to confirm you have read and agreed to the terms and conditions above.”

**Text needs to be updated – it currently says “bock” not “box.”

You are now ready to click the “Complete Reservation” button.

**Need to review these notes**

@ Note: When booking a Points Member, you will see a field to enter the amount of Points to apply. Enter appropriately and click on the Update Totals button. (See Points example above)

@ Note: When booking a DBC Member, you will see a field to enter the amount of Credits to apply. Enter appropriately and click on the Update Totals button. System will give a max amount but the client may opt to use less.

1. In the Email Confirmation and Itinerary section, ensure that the email is correct to send the email confirmation. You have the option to send multiple parties. If a Member does not have an email and requires a snail mail confirmation, agent must send an email request to yourself and you will mail it to the client.

@ Note: The “Confirmation Email Address” is the address to which the Invoice, with pricing details, will be sent. The “Additional” Email addresses will only be sent a confirmation with booking details. No invoice or pricing information will be included in this email.

**Future version**

2. If Member chooses to use Vacation Cash, you will need to refer to the Vacation Cash Calculator Excel spreadsheet. Type the Discount Code from the spreadsheet into the Promotional code field and click on the red Get Discount button.

å Example: Notice we used the Discount Code of VC23 and the new price updated with the Promotional Code discount shown in green.

Notes

**UAT does NOT show a Middle Initial field – will there be any issues with this? Will the Middle Initial appear in the First Name field like with CSI?

@ Note:

· If the client has a middle initial appearing in the First Name or Last Name field, you must REMOVE this middle initial from the field.

· If booking Air, the agent would input the Member’s name as it appears on their Government issued ID.

**Will need all screenshots in next versions**

*Declining Balance Example:*	*Cash Back Example:*

*Cash Example:*	*Points Example:*

@ Note: The ??? section shows the ICE margin; NEVER quote the Net Price to the customer!

You must always read the validation script verbatim along with the terms and conditions prior to processing the credit card!!!

**What did we decide with reading the entire T&C’s?**

! Important Note: ALL POINTS PURCHASES ARE FINAL. THEY CANNOT BE MODIFIED OR CANCELLED!

**Have not been able to get the Confirmation Screen.**

3. Once the confirmation screen appears, give the number to the Member and finalize the validation, continuing with the Closing section of the script.

Here’s an example of the Booking Confirmation:

4. Next, you will add an Activity Note in MemberMaint of “Validated Booking – Travel.” The notes formatting is as follows:

Booking #

Booking Type

Points Redeemed (If applicable)

Brief Description

5. End the Recording and TRANSFER the Call according to the Transfer Eligibility Checklist.

Notes